#SMWLagos: Expert Offers Solution To Social CRM Challenges

How to overcome customer relationship management [CRM] challenges encountered by brands during online interaction with customers on Facebook, Twitter and other social media platforms, would be the focus of a CRM expert at the Social Media Week [SMW] in Lagos on Tuesday.

Themed Social CRM? Really? The session on CRM would explore Social CRM and the gains of a holistic Social CRM strategy and approach.

It would show participants how to avoid the Social CRM pitfalls while taking them into the art and science of how to combine digital media and traditional CRM to enhance customer experience.
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According to Chinenye Mba-Uzoukwu, MD/CEO of InfoGraphics Nigeria, the official event partner to SMW, at the end of the CRM session, participants would have a strong understanding of Social CRM.
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“They would also understand the gains of going beyond social marketing and venturing into the deeper waters of social caring. They will learn S-CRM best practices”, he said.

He informed that brands that have recognized the challenge of controlling online conversations are proactively seeking engagement with customers with the objective of meeting and surpassing customers’ expectations.

With multiple platforms as touch points, and a myriad of brand conversations going on at varied levels of complexity, new customer relationship management challenges have flourished.

Some of these challenges, he pointed out, include how do brands manage the avalanche of communication and maintain consistency in brand experience for customers? How do businesses inform the growth strategies of its brands while retaining integrity and focus?

Others are what and how do businesses measure the metrics that convert to intelligence in the product and marketing strategies?

“Fortunately”, he said, “there are answers waiting at the Social Media Week session on customer relationship management”.